Why is O2 doing car insurance?

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Wesley Wilkerson
6 years ago
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1 Why is O2 doing car insurance? The reason, and the role of data Steve Wright Head of Product & Operations. O2 Drive Insuretech December 6 th 2016

2 A bit about O2 You probably know O2 as And we also do this A leading mobile provider We ve been awarded best customer service seven years running by Ofcom

3 Smart devices have become remote controls for our lives We spend 2h 26m 53% 47% every day on our smart devices. of all web traffic is on mobile. of all Black Friday purchases from mobile. powered by the cloud and big data

4 Unlocking the potential for smart datadriven services Analogue Internet access Walled garden control Smart print e equality social i two-way apps sharing intelligent

5 We believe that the car will be transformed next Have you ever. value Driven without an MOT or Tax? Not believed what a mechanic said about your car? Broken down or been in an accident and not had all the information you needed? Felt undervalued by your insurance company?

But there's a growing consumer trust gap that we can address through a consumer first approach While most consumers choose to share data Most don t understand what data is being collected and how it

6 But there's a growing consumer trust gap that we can address through a consumer first approach While most consumers choose to share data Most don t understand what data is being collected and how it s being used Resulting in increased blocking 91 % value easier access to information that digital technology brings Only 25 % 23 % 70 % would share their personal data for a discount know they share their location know they share their web searches Our approach is to build confidence through openness and a clear value exchange Source: HBR Customer Data - Designing for Transparency and Trust, May 2015

Our vision is to make the connected transport easy through our mobile-first approach Insight All drivers, especially younger ones, see the benefits of connected car capabilities but

7 Our vision is to make the connected transport easy through our mobile-first approach Insight All drivers, especially younger ones, see the benefits of connected car capabilities but see no easy way of buying, installing or using them Our Vision We will make the benefits of a connected car as clear as those of a smartphone, and as easy to buy and use for everyone

with digital new entrants disrupting Data Opportunity or threat? How to analyse and use?

8 Insurance is the logical start point because the model is broken we can establish a new value exchange between insurers and customers Insurers Customers Loss Ratios Constant concern especially with digital new entrants disrupting Data Opportunity or threat? How to analyse and use? Expensive But no rewards, and lots of unfair restrictions No tech no talk No tech to help me and I never hear from them

O2 Drive insures you for who you are and rewards you for what you do Insight Opportunity O2 Drive O2 Drive Improve your driving. Get exclusive perks.

Responsible young drivers struggle to get insurance at a competitive price Insurance companies struggle to develop loyal and responsible bases Insight

9 O2 Drive insures you for who you are and rewards you for what you do Insight Opportunity O2 Drive O2 Drive Improve your driving. Get exclusive perks. And let us take care of your car, with Car Assistant. Responsible young drivers struggle to get insurance at a competitive price Insurance companies struggle to develop loyal and responsible bases Insight Help young drivers benefit from responsible driving Opportunity A data-driven connected car proposition starting with insurance Benefits Insure you for who you are and reward you for what you do Privacy Separate service consent with O2 & comfort O2 will manage data

The O2 Drive proposition https://drive.google.

10 The O2 Drive proposition

11 There have been some key lessons for us Agile working key for momentum and speed Building a relationship with a new regulator Understanding a new value chain Partnering with the right people critical in a new industry

12 Do you agree that data is poised to transform insurance provided it s utilized in a customer-led way? If so can your business afford not to embrace this working with key partners? steve.wright@telefonica.com

13 Thank you

14 Back up

15 Why The telecoms industry has been changing for some time Declining revenues Ever-changing competition Huge investment required New services

16 Connecte d Autonomous cars will be a reality by 2021 connected cars are a reality now

Proposition It all adds up to a compelling proposition

insurers can see safe driving and might give additional

pricing for O2 customers A competitive quote through

customers based on data Rewards 4 Priority-style

through the app Additional rewards for safe driving

insurance Market-leading insurance cover unwritten by

standard 2 An app that puts you in control Car

emergency, all your policy details Driving stats and

17 Proposition It all adds up to a compelling proposition Discount at renewal For Box on Board customers our insurers can see safe driving and might give additional discount at renewal as a reward 5 1 Personalised pricing for O2 customers A competitive quote through aggregator or direct channel Better deals for O2 customers based on data Rewards 4 Priority-style rewards just for being a Drive customer delivered through the app Additional rewards for safe driving behaviour High NPS scores 3 Defaqto 5 star rated insurance Market-leading insurance cover unwritten by industry leaders Uninsured driver protection as standard 2 An app that puts you in control Car Assistant Help and advice on what to do in an emergency, all your policy details Driving stats and tips on how to be a safer driver Insuring customers for who they are. Rewarding them for what they do 3 DISCOVER, DISRUPT, DELIVER

18 Connected We are focussing on Connectedness; Smart Car, Smart Home and Smart Metering Smart Car O2 Drive Connected Car Smart Metering Connected Home Connectedness. Smart Home O2 Home DISCOVER, DISRUPT, DELIVER

19 Data is King Resulting in increasing blocking And new regulation GDPR will enshrine new rights & obligations Right to be forgotten Right to data portability Informed & affirmative consent Fines up to 20Mn or 4 % global turnover

Insigh t Insurance is the logical start point because the model is broken we can establish a new value exchange between insurers and customers Insurers challenges Loss ratios Increasingly demanding

20 Insigh t Insurance is the logical start point because the model is broken we can establish a new value exchange between insurers and customers Insurers challenges Loss ratios Increasingly demanding customers Digital infrastructure Working with new digital market entrants Understanding, analysing and using new data sources Distribution costs How customers feel today No rewards Insurance is so expensive No digital tech So many unfair restrictions Why does my insurance only help me with a crash? I never hear from them What O2 are going to do about it We ll reward you for being a great driver We re a place for the good drivers We ll make your driving experience more connected We give you freedom: no curfews etc We ll be with you on every journey via our app We ll be bringing hints and tips on driving safely DISCOVER, DISRUPT, DELIVER

21 We re making driving better Navigating. Servicing. Insuring. Rewarding. You get it all done quicker with O2 Drive. Can t wait? You don t have to. Sign up for the free trial now.

22 Close O2 Drive award winning In May O2 were awarded the prestigious TM Forums digital service innovator award for O2 Drive, with special reference to use of data DISCOVER, DISRUPT, DELIVER

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